The Ticketing System Streamlines Customer Service – Scandia Rent’s Customer Story

As Finland’s oldest car rental company, Scandia Rent has been serving customers for over seven decades. With around 30 franchisees, the company caters to both private and business customers, offering short- and long-term rental solutions.

In the car rental industry, clear processes and excellent customer service are essential.

“A great customer experience is a key value for us. The clarity and smoothness of the rental process are vital, and effective customer support plays a significant role in achieving this,” says Scandia Rent COO Timo Raimovaara.

A Longstanding Partnership in Enhancing Customer Experience

For the past 15 years, Scandia Rent has relied on Line Carrier’s services to ensure a smooth customer experience. The company works closely with Line Carrier’s partner representative, Ilkka Maskonen.

“Our collaboration began about 15 years ago when we decided to centralize Scandia Rent’s operations under the parent company. We wanted to unify our customer service channels, measure call traffic, and improve accessibility. Line Carrier offered a solution, and Ilkka Maskonen has been instrumental in identifying the most suitable options for our needs,” Raimovaara explains.

The Ticketing System Simplifies Customer Service Management

Most recently, Scandia Rent implemented Line Carrier’s ticketing system, which has significantly improved the management and efficiency of customer service operations.

“The volume of customer service processes had grown to a point where the old methods were no longer sufficient. The ticketing system makes managing these processes much easier. We can track customer service history and monitor the achievement of our goals. Since we have many international customers, the system also enables service in English,” Raimovaara describes.

Thanks to the ticketing system, both customer service and sales processes have become more reliable and predictable.

“We’ve observed positive changes since introducing the ticketing system. Customer service is now more manageable, and we can ensure that all customer feedback is addressed promptly. In sales, the system helps guide customers smoothly through the sales pipeline without interruptions. Even our partners have praised the improved accessibility,” Raimovaara adds.

A Reliable Partner Supporting Growth

Over the course of their partnership, Line Carrier has adapted to Scandia Rent’s evolving needs, enabling the company’s business to grow and develop seamlessly. Raimovaara emphasizes the value of having a partner who provides comprehensive solutions.

“It’s a huge advantage to get everything from one provider. It makes managing customer service and communication much easier when the entire system is built with one trusted partner. The collaboration scales with our business, and new solutions have always been available as we grow,” he notes.

It’s a huge advantage to get everything from one provider. It makes managing customer service and communication much easier when the entire system is built with one trusted partner.

Active and customer-focused service has been key to the success of the partnership.

“Our sales representative, Ilkka Maskonen, has been highly involved and truly understands our business. We’ve never been left to fend for ourselves—support is always available, and they genuinely care about us. We wholeheartedly recommend Line Carrier’s services,” Raimovaara concludes.